Using macros to update tickets

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45 Comments

  • Manish
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    I also agree what Mr. Jared said. Please let me know if there is any update on this.

    Thanks

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  • Brett - Community Manager
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    Hi Manish,

    As it turns out this functionality doesn't exist within our API and the agents will need to apply these macros directly within the agent interface. I would recommend posting this in our Product Feedback forum along with your use case to help gauge interest from other users.

    Thanks!

    1
  • Tony Arnold
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    How do macros handle custom text that I enter? ie. If I apply a macro to a ticket, and edit what's shown there (say to add a coupon code or similar) does that same edit apply to the plain text fallback?

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  • Brett - Community Manager
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    Hey Tony,

    If you were to make changes after the macro was applied to the ticket then those changes would reflect in the plain text fallback that is sent to the requester of the ticket. In the end whatever is shown in the comment box when you hit the submit button will be what is sent to the requester.

    Hope this clears up any confusion :)

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  • Marissa Jackson
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    Is there a trick to getting a macro to work from the iPhone Zendesk Support app? I have closed several tickets after applying the macro only to find that I received negative feedback because the macro answer I applied wasn't ever sent to the customer, nor does it show in the conversation history.  

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  • Alfonso Doucette
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    Hi Marissa, posting macros should work as it would through a browser. I would like to review a few of these examples and see if we can work to reproduce the issue. I am going to open a ticket so we can dig into this a little further.

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  • Yamile Martinez
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    Hi,

    Is there a way to schedule a Macro to run through a Trigger or Automation?

    Currently we have a Trigger to send an Email to the Requester for Customer Acknowledgement; but we would like to have this added to the Comments as well for that Ticket.  The only way i see how to do this is through a Macro but it would have to be automated.   

    Is there a feature in the Trigger to add Comments to the Ticket so that I may do this automatically?  If not, is there a way to schedule a Macro so I may do this to a specific Ticket?

    Thanks,

    Yami

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  • Alfonso Doucette
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    Hi Yami, this is not currently possible, but I encourage you to take a look at the discussion in "Can I configure a trigger to add a comment to a ticket?"

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  • Yamile Martinez
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    Hi Alfonso,

    Thank you for your response but it is very disappointing that the Customer Views and Actions are very limited.  My Activities should show more detail at a glance since they have so many tickets and opening each one is not a solution.   The detail missing for us is custom fields, Environment, Assignment (system), Request Type, etc..

    In addition, exporting there ticket views is imperative!  They are not happy they cannot pull the data and sort it by any which way they want to see it.

    Please consider the data export (which everyone has at a minimum) and/or a Dashboard for the Customer.  We are trying to get a higher satisfaction rating and with the Customer "My Activities" at a minimum, we will not be able to achieve a higher rating; hopefully we won't get a lower one either.

    Please place this in the things to consider for the customer since it is imperative for us to have this for our customers.

    Thanks,

    Yami

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  • Jared McArthur
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    Yamile, why did you ping me on your reply? I'm just a poor end-user/developer trying to build in some functionality to an app. XD

    ~Jared

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  • Yamile Martinez
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    Sorry Jared, my bad - corrected  :=]

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  • Devan - Community Manager
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    Hello Yamile,

    So looking over your suggestions and why they would be such a significant impact on the success of how you use our product I feel like you make some solid points. If you could go ahead and post your suggested changes in our Support Product Feedback Forum, it would help us in developing modifications to better suit your need for future updates. 

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  • Mauro Palmegiani
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    Hello guys,

     

    I have a question. We have noticed that every time we apply a macro, the content is added to the bottom of the message, regardless of the position of the text cursor. Is there a way to change this so the content of the macro is added right where the text cursor is placed? 

    Reason why is that we use a default macro that includes a salutation and closure statements and brings up a series of ticket fields, but we created a series of smaller macros containing steps that we would like to add whiting this default macro. 

    Example

    Macro  A: 

    ---------------------------------------------------

    Hello XX, 

    Thank you for contacting XX,

    [Add text here]

    Best regards, 

    Signature

    -----------------------------------------------------

     

    Macro B: 

    ----------------------------------------------------

    - Restart your PC

    - Install latest drivers

    - Etc.

    -----------------------------------------------------

     

    Is there a way we can apply Macro B to the comments and not have it placed after the signature? Thanks in advance. 

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  • Brett - Community Manager
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    Hey Mauro,

    I did some testing on my end as well as confirmed with our team and it looks like this is actually expected behavior. When applying the macro, it will always be applied at the end of your message. I understand why applying the macro where the cursor is located can be useful so I'll be sure to pass this feedback along to the appropriate team.

    Appreciate you taking the time to share this with us!

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  • Brett - Community Manager
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    Hey Jared,

    Macros cannot be applied through the API so they agents would need to apply the macro from the agent interface. I'll be sure to pass this feedback along to our Product Managers so they're aware of this need.

    Thanks!

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